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Arc Control panel卡死,重启也不能恢复

consean
Beginner
4,451 Views

如题,已经试过重启,重装,重新启动服务,都没有反应,打开面板之后无法进行任何操作,偶尔alt+o能打开监控界面,但所有信息都被短横杠替代“-”,control panel能显示,但无法进行任何操作。

屏幕截图 2023-03-08 172254.png

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23 Replies
Hugo_Intel
Employee
3,823 Views

Hello consean


请注意,我只能用英语为您提供支持。我使用了网络翻译工具来翻译此回复,因此可能存在一些不准确的翻译


Thank you for posting on the Intel Communities, I am sorry to hear that the Intel® Arc™ Control Software is freezing on your system. Please let's try the following:


1.-Completely uninstall the driver using Display Driver Uninstaller and the Intel® Arc™ Control following these instructions:

  1. Press the Windows key.
  2. Click on settings.
  3. Select Apps and then select Apps & features.
  4. Search for Intel® Arc™ Control software.
  5. Click on it and select the option to uninstall.


2.-Once uninstalled, please reinstall the latest driver version 30.0.101.4146.


If the issue persists, please let us know the following information:


  • Is only the Intel® Arc™ Control software crashing or is the whole system freezing when opening the software?
  • Create a log file with the Intel® System Support Utility and attach it. 


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Employee
3,793 Views

Hello consean


I hope you are doing fine. 

  

Were you able to check the previous post? 

Let us know if you still need assistance. 

  

Best regards,  


Hugo O.  

Intel Customer Support Technician. 


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consean
Beginner
3,768 Views

thank you for your help. I've completely uninstalled the driver and the arc control app in windows safe mode using the DDU software. After rebooting and reinstalling, it seems the control panel and the performance monitor panel are still freezing. the system goes well and the graphic card does nothing wrong (at least all the games in my computer are running fine).

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consean
Beginner
3,767 Views

here's the log file

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Hugo_Intel
Employee
3,746 Views

Hello consean


Thank you for the information. Please let us know the following:


Is the language and region/country in Windows setup to the correct values? Correct values are the country and language where the system is physically located.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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consean
Beginner
3,734 Views

thank you, the arc control panel is back to normal.

but it is quite inconvenient since some services requires specific regions. will these issues be fixed in the future version update?

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Hugo_Intel
Employee
3,717 Views

Hello consean


Thank you for letting us know. It is good to hear that the issue does not happen when the correct region is selected. I will check if there are any plans to fix this behavior in future updates before doing so, Could you please let us know the region that you had configured on the system which was causing the issue and the actual country/region in which the system is located at?


Best Regards,


Hugo O.

Intel Customer Support Technician.


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consean
Beginner
3,691 Views

Thank you.

The region setting that causing this issue is Hong Kong and Macau, and my actual location is currently Chinese mainland.

The arc a770 is a very nice graphics card, and I'm very satisfied with my experience over the past few months.

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Hugo_Intel
Employee
3,681 Views

Hello consean


I appreciate you sharing this information. Please allow me to check this internally to know if this is a known issue or if it might be expected behavior. I will post back once I have more information for you.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Employee
3,635 Views

Hello consean


We tried to replicate this issue, but without success, after changing the region/country to Hong Kong or any other different from ours the Intel® Arc™ Control works without issue.


Please share with us the specific steps that you follow when changing the region on your system so we can continue trying to replicate it. If possible, please share screenshots or a short video.


Best Regards,


Hugo O.

Intel customer Support Technician.


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Hugo_Intel
Employee
3,604 Views

Hello consean

  

I hope you are doing fine. 

  

Were you able to check the previous post? 

Please share with us the information requested so we can further assist with this issue.

  

Best regards,  


Hugo O.  

Intel Customer Support Technician. 


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consean
Beginner
3,585 Views

hello!

sorry for not replying to you lately, I'm a bit busy for the past few weeks.

I've recorded a video of me trying to replicate this issue, and uploaded it to googledrive.

download link: https://drive.google.com/file/d/1KT1QXUm1emwf1RFyiBoBrSn4nxwawfCW/view?usp=share_link

thank you so much.

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Hugo_Intel
Employee
3,569 Views

Hello consean


Thank you for sharing this video with us. We will continue to try to replicate this issue from our side and I will post back once I have an update for you.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Employee
3,478 Views

Hello consean


Thank you for your patience. We continue to investigate this issue, and after multiple tests, we continue not to be able to reproduce this problem. We are interested to know what is causing this type of behavior on your Intel® Arc™ Control Software and would like to ask you for the logs files from the software. Please go to the following path: C:\Users\%Username\AppData\Local\Intel\IGN\Logs\. Create a copy of the folder or log files and attach them to your response, 

 

Best Regards,  

 

Hugo O. 

Intel Customer Support Technician.


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consean
Beginner
3,447 Views

hi, here's the zip of the log folder, hope this could help

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Hugo_Intel
Employee
3,442 Views

Hello consean


Thank you for sharing the log files with us. We will continue researching this issue with this new information. I will get back to you as soon as I have more information for you.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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Hugo_Intel
Employee
3,370 Views

Hello consean


There was and newer driver update released a couple of days ago the version is 31.0.101.4311, if you haven't already, please let's update to this latest version and let us know if the same issue still happens.


Best Regards,


Hugo O.

Intel Custome Support Technician.


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Hugo_Intel
Employee
3,334 Views

Hello consean


Please let us know if you were able to test the latest driver as suggested in my previous email, if yes, let us know if the same issue happens with Intel® Arc™ Control Software.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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consean
Beginner
3,288 Views

hi, I've updated my driver to the latest beta version 4311, and the issue still exists.

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Hugo_Intel
Employee
3,256 Views

Hello consean


Thank you for letting us know. We have now been able to reproduce this issue, however, we believe this is happening because due to China's Mainland network cannot reach the Hong Kong server without a VPN connection. Looks like Arc Control attempts to connect to the server every time it is opened. However, without a VPN, the network in Mainland China cannot connect to the server in Hong Kong.


In this case, Could you please use a VPN set it to Hong Kong, and check I the issue still happens? Let us know the outcome.


Best Regards,


Hugo O.

Intel Customer Support Technician.


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